Quality Analyst - Korean - KL (Hospitality)

Teleperformance USA; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the eCommerce sector seeks a Quality Analyst to ensure compliance with client guidelines and enhance service quality. The role involves conducting QA evaluations, analyzing data, and coaching teams to address performance gaps. This position requires proficiency in both Korean and English, along with strong analytical skills and the ability to work largely autonomously. You will engage in continuous improvement projects and liaise with multiple stakeholders to maintain excellence in service delivery.

Qualifications

• 1 year of Quality Analyst experience preferred.
• Proficiency in Korean and English is mandatory.
• Fast learner with minimal supervision is desirable.

Responsibilities

• Conduct QA evaluations and provide progress reports.
• Identify improvement opportunities in the eCommerce environment.
• Monitor and analyze agent performance trends.

Skills

Analytical thinking

Bilingual proficiency

Presentation skills

Communication skills

Education

Degree in any discipline

Job description

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• Ensuring the transactions by the associates are as per client guidelines

• Conduct root cause and other data analysis

• Participate as project team member in problem prevention and continuous improvement projects

• Identify improvement opportunities within the eCommerce environment

• Act as liaison with Ops managers and Team Leads to ensure consistent quality measurements throughout the operation

• Conduct QA evaluations per client requirements and provides QA progress reports to Team Leads

• Act as escalation point of contact for process questions, issues, and resolution

• Act as Subject Matter Expert (SME) for QA evaluations

• Monitor, analyse agent performance and call out any unusual trends, identify training needs by working with operations team and QA

• Coach the team on defect & design effective action plan if required

• Deep Dive & trend analysis on defects on completed transactions

A. Minimum Education Requirement

Degree in any discipline

B. Minimum Relevant Work Experience

• For Internal - Minimum 1 year of Quality Analyst experience / Being in the TPMY team is desired

• For External - Minimum 1 year of Quality Analyst experience on papers

C. Skills

• Fast learner who requires minimal supervision

• Minimum bi-lingual proficiency, tri-lingual and above is preferred

• Language proficiency in Korean and English is mandatory

• Travel / Hospitality background

• Analytical/critical thinking skills

• Presentation skills

• Account Management background

D. Preferred Qualifications

• Phenomenal communication, presentation and public speaking skills

• Organizational and time management abilities

• Critical thinking, analytical and decision making abilities

• People management